Virgin media bill

misiaczek777

Hi everyone, I’m in a bit of a tricky situation and I’d really appreciate some advice. Back on March 25th, I signed a contract with Virgin Media. Then, on April 10th, I signed a contract with YourFiber on the same day that I was approached by them. I was within the 14-day cancellation window, and YourFiber assured me they would handle cancelling Virgin Media. Unfortunately, they never completed the process. Now, I’ve just received a bill from Virgin Media for £651. YourFiber has said they can only cover up to £300, even though it was their responsibility to cancel within that period. Has anyone had a similar experience or any advice on how to push this further? I feel stuck and I really don’t want to pay this huge bill. Thanks in advance!

la531983

March 25th to April 10th is more than 14 days.

misiaczek777

sorry it was 6th April

flaneurs_lobster

Anything in writing from YouFibre (not YourFibre) with their agreement to cancel the VM deal?

Telephone conversation or online chat?

If you are sure that this cancellation agreement was recorded (somehow) then you will have to make a formal complaint to YouFibre then onwards if no resolution.

https://www.youfibre.com/legal/complaints-code-of-practice/

victor2

Youfibre's T&Cs state the Early Termination Fee for broadband should be £300 or under to qualify. Worth a complaint and you might get £300 back, but they could simply say it doesn't qualify even if they accept it was their slowness in notifying VM of your cancellation that took you outside of the 14 day cooling off period.

If the Youfibre agreement was done over the phone and they say they can hear their recording of it, they might accept some responsibility. You can ask them for a copy of the recording via a Subject Access Request (SAR).
How did you "sign" the contract with Youfibre? DId you get anything that said they'd handle the cancellation with VM?
Of course, if Youfibre say they notified VM within the 14 day cooling off, and can prove it, your argument is with VM, and that should be a valid complaint.

littleboo

Did YouFibre specifically agree to contact VM within the remainder of the 14 day window? That would presumably be cop of the 8th, so within 2 working days?